About the Role
This isn't a traditional customer support role.
At Knobby, we believe customer experience is much bigger than answering tickets.
Every customer question, subscription issue, return request, or complaint is a signal that something can be improved, automated, simplified, or prevented altogether.
We're looking for someone who loves solving problems, improving systems, and using technology to create better customer experiences.
You'll be comfortable working autonomously, identifying opportunities for improvement, and driving outcomes without requiring constant direction.
As our Customer Operations & AI Lead, you'll take ownership of our customer experience operations, AI-powered support systems, automation workflows, and customer insights. You'll help shape how customer experience scales as the business grows.
What You'll Be Doing
Own Customer Experience Operations
* Manage and optimise our customer experience platform, workflows, and automations
* Oversee customer interactions across ecommerce, subscriptions, and post-purchase support
* Improve self-service experiences across subscriptions, returns, exchanges, and order management
* Ensure our customer experience systems remain scalable, efficient, and customer-focused
Solve Problems at the Root Cause
* Identify recurring customer issues and contact drivers
* Investigate why customers are contacting us in the first place
* Work across Ecommerce, Marketing, Operations, and Creative to eliminate friction and improve customer journeys
* Turn customer insights into meaningful business improvements
Lead AI & Automation
* Train and optimise AI agents and automated customer workflows
* Build automation that reduces repetitive customer contact
* Improve self-service capabilities and customer resolution rates
* Identify opportunities to leverage AI and automation across the wider business
Deliver Insights That Matter
* Track customer experience metrics and trends
* Provide reporting and recommendations to key stakeholdersHelp the business understand customer behaviour, friction points, and improvement opportunities
About You
You might come from:
* Customer Operations
* Ecommerce Operations
* RevOps
* Process Improvement
* Systems & Automation
* Customer Experience Operations
What matters most is how you think.
You're naturally curious and always asking: "Why is this happening?"
Instead of simply: "How do I respond to this?"
You enjoy solving problems at the root cause, improving systems, and making things work better over time.
You'll thrive in this role if you:
* Enjoy improving systems and processes
* Love finding efficiencies and eliminating repetitive work
* Are comfortable using AI and automation tools
* Can work independently and take ownership of outcomes
* Have strong analytical and problem-solving skills
* Enjoy turning customer feedback into business improvements
Experience with Shopify, Recharge, Richpanel, Gorgias, or similar ecommerce platforms is highly regarded.
What Success Looks Like
* Faster, more consistent, and on-brand customer responses across all channels
* Improved customer satisfaction, retention, and subscription experience
* Reduced customer friction, repetitive contact, and support-driven churn
* A customer experience operation that scales efficiently with the business
* Better visibility into why customers are contacting us and where friction exists
* Consistent reporting of customer insights, issues, and improvement opportunities to key stakeholders
* Improved alignment between customer experience, ecommerce, and content
* Increased AI-assisted resolution rates, self-service adoption, and automation efficiency
* Identification and resolution of recurring customer issues through process, system, and automation improvements
* Implementation of AI and automation opportunities across the wider business
Why Knobby
Knobby is one of Australia's leading subscription apparel brands, known for doing things differently.
We're building a lean, innovative business that embraces creativity, technology, and continuous improvement. This role offers the opportunity to help shape the future of customer experience through AI, automation, and operational excellence.
You'll work closely with leaders across the business and have genuine ownership over a critical function that directly impacts customer experience, retention, and long-term growth.
This role has the opportunity to influence not only customer experience, but also broader business efficiency through AI, automation, systems improvement, and operational problem-solving.
Working Structure
* Full-time role (38 hours per week)
* Based in-house with the Knobby team
* During peak periods (promotions, launches, BFCM), you'll be expected to step up hours to support the business. Any additional hours will be paid.
Salary
* Starting from $70,000 + Super
* Based on experience, systems capability, and operational expertise.
If you're excited by systems, AI, automation, customer experience, and solving problems at their source, we'd love to hear from you!
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